At HL Nippon, customer satisfaction and product quality are important to us. Please read our refund and returns policy carefully before placing an order.

Return Eligibility

Due to food safety and hygiene reasons, returns are limited.

The following items are generally not eligible for return or exchange unless they are damaged, defective, or incorrect at the time of delivery:

• Fresh meat
• Frozen food
• Chilled products
• Seafood
• Fruits and vegetables
• Opened food items
• Used products
• Items without original packaging
• Items damaged after delivery due to customer handling or storage
• Sale, clearance, or promotional items, unless defective

Damaged, Defective, or Wrong Items

If you receive a damaged, defective, missing, or wrong item, please contact us as soon as possible.

For fresh, chilled, or frozen products, please contact us within 24 hours after delivery.

For dry grocery items or non-perishable products, please contact us within 3 days after delivery.

To help us review your request, please provide:

• Order number
• Product name
• Clear photos of the item
• Clear photos of the packaging
• Explanation of the issue

After reviewing your request, we may offer a replacement, refund, store credit, or another suitable solution depending on the situation.

Customer Convenience Returns

For safety reasons, food products cannot usually be returned because of customer preference, wrong selection, change of mind, or taste preference.

If a return is accepted for a non-food or eligible item, the product must be unused, unopened, in original condition, and returned with original packaging.

Return shipping fees for customer convenience returns are the customer’s responsibility.

Order Cancellation

If you want to cancel an order, please contact us immediately.

Orders cannot usually be cancelled after they have been prepared, packed, shipped, or handed over to the courier.

Fresh, chilled, frozen, or perishable product orders may not be cancelled once processing has started.

Refund Process

If a refund is approved, it will be processed through the original payment method where possible. Depending on the payment provider or bank, it may take several business days for the refund to appear in your account.

Shipping fees may not be refundable unless the issue was caused by HL Nippon, such as sending the wrong item or a damaged product.

Failed Delivery or Customer Absence

For frozen, chilled, or fresh products, customers must be available to receive the delivery.

If delivery fails due to customer absence, incorrect address, unavailable phone number, refusal to receive, or delayed pickup from the courier, HL Nippon may not be able to provide a refund or replacement for affected perishable items.

Product Quality After Delivery

Customers are responsible for storing products properly after delivery. Frozen, chilled, and fresh items should be stored according to the product label or food safety requirements.

HL Nippon is not responsible for product damage caused by improper storage, delayed opening, incorrect handling, or consumption after expiry.

How to Contact Us

For refund, return, or replacement requests, please contact us